Hey everyone, woke up to this pleasant surprise so figured I’d put something together to explain the other side of it.
Here are the defects in question, that customer “Yehuo” reached out with.
https://i.imgur.com/lHMVUVP.pngHe sent us an initial photo of his board, in which we couldn’t even spot the defects, and at that time, we told him that based on what we were looking at, it would not be a B-stock board as he was suggesting. However, we still offered him a $20 partial refund. He sent a new photo (the one attached) and said that the flaws are clearly massive, and that our QC standards are too low and “stupid”, and that if we should’ve marked the board as C-stock or lower.
At this point, he also decided that going through us for support wasn’t enough, and took to the Discord server to hurl childish insults at us. I entered the chat and asked him to take this to DMs so we could resolve the issue, he continue his rant, I ignored and DM’d him.
As the customer had shipped his board to a US address (and then paid a proxy service), our normal procedure for returns is to cover the shipping cost up to what was paid in the order. In his case, this was around $30 but we decided to make that amount $50 to help him out. He also requested a $100 partial refund, which we declined, and said that a $50 partial refund was fair.
In the end, he decided to pick none of the presented options and went the nuclear route. Which achieves nothing.
This group buy has been a learning experience for us, with how we can better manage timelines, QC, and the overall customer experience. There were things that went supremely well, and things that could’ve went better with it. This was our largest group buy yet (nearly 120 units!), and despite some people needing partial refunds/replacements, I’d be lying if I said we weren’t thrilled with the final outcome. We’ve worked closely with everyone thus far to resolve issues with gaskets, PCBs, and general QC defects, and this is the first case where a customer has walked away unsatisfied.
It’s unfortunate how this all went down, but it isn’t a common occurrence. In fact, this is the first time ever we’ve had something like this happen. We’re still actively providing customer support and replacements to Infinitum customers, at that. We still want to make this right, but we stand by what we’ve said and the resolutions we’ve offered, and despite all this, they do still stand.
A tip to all others reaching out with potential QC issues in the future - keep in mind that we (and anyone else doing QC!) are all humans, and sending rude, angry messages don’t achieve much at all. We’re all doing our best, and it’s never fun to have to deal with those types of customers.
If anyone has any specific questions regarding this incident, feel free to reach out.
